# Troubleshooting

{% hint style="warning" %}
This is a BETA feature. 
{% endhint %}

## Troubleshooting Tool

<figure><img src="/files/txYoXebgaOqDmpInPGEr" alt=""><figcaption></figcaption></figure>

### How to launch the Tool

You can open the tool in three different ways:

1. **From the Settings page**
   * Go to [Settings > Troubleshoot](https://i.usejimo.com/settings/troubleshoot).
   * Enter the URL of your app (where the Jimo snippet is installed).
   * A new tab will open with the Troubleshooting Tool on top of your site.
2. **With a keyboard shortcut (recommended)**
   * Enable the shortcut from the [Troubleshoot settings page](https://i.usejimo.com/settings/troubleshoot).
   * Then, on any page of your app where Jimo is installed, press:
     * `⌘ ⇧ L` on Mac
     * `Ctrl ⇧ L` on Windows/Linux
   * The tool will instantly open on top of the page.
3. **From the Experience dashboard**
   * Open the **… menu** of a live experience.
   * Click **Troubleshoot** and [enter the URL](#user-content-fn-1)[^1] it will open on.
   * The tool will [open already focused](#user-content-fn-2)[^2] on this specific experience.

<figure><img src="/files/4CEO0gSEO4ATOIoaftIY" alt=""><figcaption></figcaption></figure>

***

### Navigating the Tool

The Troubleshooting Tool opens as a **draggable widget** over your site. You can move it anywhere or close it with the ✕ button.

<figure><img src="/files/oAIjdef3GBpBTGJmNhXN" alt=""><figcaption></figcaption></figure>

#### User panel

At the top, you see the **current Jimo user context**:

* User name & ID (clickable to open details).
* Segments the user belongs to.
* Attributes with current values.
* **Reset user activities** button: clears local activity (seen experiences, completed checklists, etc.) only on this browser.

  > This does **not** change analytics history or segments.\
  > To remove a user from segments, use the **Users & Segments** tab.

<figure><img src="/files/V3gjEY2hokkNIp5G2Hab" alt=""><figcaption></figcaption></figure>

#### Experience list

Below the user context, you see the list of all published experiences available for this page.

* **Search bar**: filter by name.
* **Tabs**: `All`, `Shown`, `Waiting`, `Ineligible`.
* Each experience shows:
  * Name, type, and current status.
  * Expand to [see details](#user-content-fn-3)[^3]:
    * Raw experience ID (clickable link to its dashboard).
    * Status details (trigger conditions, matched or not matched rules).

<figure><img src="/files/0dbjDT1G6kGAUhp40aP5" alt=""><figcaption></figcaption></figure>

#### Statuses

* **Shown** → The experience is currently displayed.
* **Seen** → The experience has already been seen and dismissed or completed.
* **Waiting** → The experience is eligible but waiting for a trigger (e.g., click, page load, event).
* **Ineligible** → One or more conditions prevent the experience from displaying.
  * Details show which conditions are not matched (e.g., wrong environment, user not in segment, invalid URL).
  * Conditions that match are also listed.

<figure><img src="/files/1dziYKiJKnWER9VvwpOD" alt=""><figcaption></figcaption></figure>

#### Support

At the bottom, a quick link lets you **chat with Jimo support**.

<figure><img src="/files/vWZfeufMX8qxKpSqPeMv" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/nPgmDG8KqxwiI4YAMtNp" alt=""><figcaption></figcaption></figure>

***

### Common issues you can identify

The tool helps you quickly spot why an experience doesn’t show.\
Here are the most frequent cases:

* **Snippet not installed** → the tool itself won’t load.\
  → Use `window.jimo` in browser console:
  * `undefined` = script missing
  * `[]` = script present but not initialized
  * `{}` = script correctly installed
* **Wrong targeting / segment mismatch**\
  → Check user segments in the tool, and adjust rules in [Users & Segments](https://help.usejimo.com/docs/analyze/users-and-segments) or the [Who field](https://help.usejimo.com/docs/publish/target-right-people-who) and [Where field.](https://help.usejimo.com/docs/publish/target-specific-urls-domains-where)
* **Trigger not activated**\
  → If status = *Waiting*, check which trigger is expected (click, event, page condition). See [Show On.](https://help.usejimo.com/docs/publish/trigger-on-the-right-spot-show-on)
* **Dynamic selectors issue**\
  → If element selectors change dynamically, Jimo may lose track of the element. See [Dynamic Elements.](https://help.usejimo.com/docs/build/positioning#dynamic-elements)
* **Environment mismatch**\
  → Experience is limited to a different [domain/environment](https://help.usejimo.com/docs/settings/environments) than the one you are testing.
* **MAU limit reached or CSP errors**\
  → Check browser console for warnings (MAU over limit, blocked scripts, CSP errors).

***

### Limitations

* The Troubleshooting Tool relies on a **working snippet**.\
  If the snippet is missing or broken, the tool cannot be opened.
* It cannot detect CSP or quota issues directly — use the browser console for advanced debugging.
* Resetting user activities only clears **local browsing history** of experiences, not analytics logs or segments.

***

### Best practices

{% stepper %}
{% step %}
Always test on the correct environment (production vs staging).
{% endstep %}

{% step %}
Use the keyboard shortcut for quick access while debugging.
{% endstep %}

{% step %}
When troubleshooting targeting issues, open the user panel to check segments and attributes.
{% endstep %}

{% step %}
If needed, combine the tool with console checks (`window.jimo`) for installation debugging.
{% endstep %}
{% endstepper %}

[^1]: ![](/files/TcZcxjoeV3HF3k4s4vmn)

[^2]: ![](/files/vqyCOxLGe8juKuwtLwOf)

[^3]: <img src="/files/1dziYKiJKnWER9VvwpOD" alt="" data-size="original">


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